Skills & Competencies for Customer Service Director

Customer Service Director job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Customer Service Director

Directs and oversees all aspects of an organization's customer service policies, objectives, and initiatives.

JOB RESPONSIBILITIES for Customer Service Director

Develops service level standards focused on reducing response times and providing high customer satisfaction. Establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices. Implements systems to capture and report on service metrics, including any customer feedback or trends in product or service issues. Manages resource decision-making and planning. Aligns customer service activities and initiatives to support and enhance the objectives of the organization.

Customer Service Director SALARY RANGE

BASE 50%
$174,769
TOTAL 50%
$202,600
Job Level
M04
Job Code
EX05000068
Education/Degree
Bachelor's Degree
Reports To
Top Management

Customer Service Director Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Customer Service Director skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

10 general skills or competencies (Job family competencies) for Customer Service Director

1 Job Family Competencies – Call Center Management
Proficiency Level -5
Skill definition-Managing and organizing daily call center operations to deliver and surpass high expectations for customer service.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental metrics and techniques in call center management.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Responds to clients' complaints, needs, and inquiries through inbound calls.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Utilizes workforce management software to maximize the efficiency of our staffing functions.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Sets goals and objectives in managing call center operations to meet customer satisfaction metrics.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads strategic planning efforts to drive our workforce's performance standards and improvements.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Analytics
Proficiency Level -3
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Explains the fundamental of customer analytics to understand customer behavior data.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies capabilities and challenges of customer analytics to support revenue generation.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors customer analytics data to drive customer journey impacts and attain business growth.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities across the customer journey to increase customer loyalty and ROI.
See 4 More Skill Behaviors
3 Customer Service Director - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Director
Proficiency Level - 4
5 Competency for - Customer Service Director
Proficiency Level - 5

14 soft skills or competencies (core competencies) for Customer Service Director

1 Core Competencies – Business Acumen
Proficiency Level -3
Skill definition-Insight into our organization's business, goals, and values. Ability to design and implement initiatives that facilitate successful outcomes.
Level 1 Behaviors
(General Familiarity)
Explains our key business strategies and priorities.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Reports and communicates market and competitor status regularly to the management team.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Evaluates supply chain efficiency with an eye toward improving shortcomings.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Optimizes business processes based on deep insight into various business unit functions.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs and implements feedback loops to identify and promptly address business problems.
See 4 More Skill Behaviors
2 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -5
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Explains the benefits and risks of using KPIs.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies KPIs currently in use and provides input to management.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Interprets and analyses KPI data to recommend courses of action.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Evaluates ongoing productivity; recommends corresponding modifications on KPIs as indicated.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Leads efforts to improve performance as identified and measured by KPIs.
See 4 More Skill Behaviors
3 Customer Service Director - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Service Director
Proficiency Level - 4
5 Competency for - Customer Service Director
Proficiency Level - 5

Summary of Customer Service Director skills and competencies

There are 0 hard skills for Customer Service Director.
10 general skills for Customer Service Director, Call Center Management, Customer Analytics, Customer Escalation Management, etc.
14 soft skills for Customer Service Director, Business Acumen, Key Performance Indicators (KPI), Customer Relationship Management, etc.
While the list totals 24 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Customer Service Director, he or she needs to be skilled in Business Acumen, be an expert in Key Performance Indicators (KPI), and be skilled in Customer Relationship Management.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.